Add Time on a Ticket Task

Overview

Time should be recorded on a ticket task the same day the work is done. This helps to ensure that time worked is not forgotten. There is no restriction on how many time entries per person, date, and type can be entered. It is perfectly ok to enter multiple time entries on a task for the same day. However, as a general recommend practice it is suggested that on a per person basis only one entry is added per day per type of work. Each department may have their own standard operating procedures (SOPs) for recording time. So make sure you are aware your department's practices.

For example: If M. Martian works on a task for 30 minutes doing some internal non-billable administrative work, and then does 4 hours of billable work then they would update the task two (2) separate times, the first to record .5 hours of non-billable labor, and the second to record 4 hours of billable labor.

Important
Time entries can only be edited or deleted by the person listed on them, usually the creator. If you are not that person, create a Task on the ticket to the individual with information on what needs corrected. If the person no longer works for department then the Task should be assigned to the ESM Ticketing Application's AppAdmin group.
Tip
Time should be recorded only once either on the Task or under the Ticket's T&E tab. Recording time while updating a ticket's task reduces the amount of effort associated with documenting the work completed.

What materials do I need?

  • Internet access
  • TDWorkManagement license
  • Access to applicable ESM ticketing application

How do I use this technology?

  1. Open the appropriate ticket task.
  2. Click Actions.
  3. Click Update.
  4. Optionally, adjust the New % Complete field.
  5. In the Time Type field select the appropriate type from the drop-down menu.
  6. In the Hours field enter the actual duration of time worked in decimal format (e.g. 1 hour 15 minutes would be entered as 1.25).
  7. In the Comments field enter a succinct summary of the work. This will information will be displayed under the ticket's T&E tab.
  8. Click Save.
  9. The task side panel will refresh with the Actual Hours field updated to reflect the newly recorded time.
Tip
When adding time on a task the time will be displayed under the ticket's T&E tab with the associated task listed, and the text added in the Task's Comment field displayed in the T&E entry's Description field.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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